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# BMC Helix ITSM vs OpenText Service Management Automation X (SMAX) Comparison - What are their main differences?

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BMC Helix ITSMOpenText Service Management...[+ Add Product](#)

Reviews

**BMC Helix ITSM** [

3.7/5(299)

](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews#reviews)

**OpenText Service Management Automation X (SMAX)**[

4.2/5(72)

](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews#reviews)

Pricing

**BMC Helix ITSM**
No pricing available

**OpenText Service Management Automation X (SMAX)**
Free Trial

No pricing available

**Pricing Insights**
from reviews

Time to Implement

**BMC Helix ITSM**
5 monthsFaster

Based on 10 responses

**OpenText Service Management Automation X (SMAX)**
8 months

Based on 5 responses

Return on Investment

**BMC Helix ITSM**
25 months

Based on 7 responses

**OpenText Service Management Automation X (SMAX)**
19 months6 months sooner

Based on 8 responses

Perceived Cost

**BMC Helix ITSM**
$$$$$

**OpenText Service Management Automation X (SMAX)**
$$$$$

Average Discount

**BMC Helix ITSM**
19%

**OpenText Service Management Automation X (SMAX)**
Not enough reviews yet

 ![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM")

 ![OpenText Service Management Automation X (SMAX)](https://images.g2crowd.com/uploads/product/hd_favicon/2b4f4de47adee5040ae421fc276784e9/opentext-service-management-automation-x-smax.svg "OpenText Service Management Automation X (SMAX)")

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Pros & Cons

**BMC Helix ITSM**
[
Ease of Use (4)
](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2094759&qs=pros-and-cons#reviews)[
Ticket Management (3)
](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=1341017&qs=pros-and-cons#reviews)[
Bugs (1)
](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2499007&qs=pros-and-cons#reviews)[
Complexity (1)
](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2499008&qs=pros-and-cons#reviews)

**OpenText Service Management Automation X (SMAX)**
[
Ease of Use (2)
](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?filters%5Bsentiment_snippet%5D=2266125&qs=pros-and-cons#reviews)[
Helpful (2)
](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?filters%5Bsentiment_snippet%5D=2266107&qs=pros-and-cons#reviews)[
Integration Issues (1)
](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?filters%5Bsentiment_snippet%5D=2266137&qs=pros-and-cons#reviews)[
Limited Customization (1)
](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?filters%5Bsentiment_snippet%5D=2266183&qs=pros-and-cons#reviews)

Integrations

**BMC Helix ITSM**
[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_aa32fa23598dc6c153bb17435c1c1d13/activedirectory-domain-controller-for-windows-2016.png "Product Avatar Image")

ActiveDirectory Domain...

](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_793034d14bb0f3fa12d97cf3cc0032c4/jira.jpg "Product Avatar Image")

Jira

](https://www.g2.com/products/jira/reviews)[
View all
](https://www.g2.com/products/bmc-software-bmc-helix-itsm/integrations)

**OpenText Service Management Automation X (SMAX)**
Not enough data

Screenshots

**BMC Helix ITSM**
No screenshot available

**OpenText Service Management Automation X (SMAX)**
 ![OpenText Service Management Automation X (SMAX) screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/90212/Screen-Shot-2-Service-Portal.png)

Ratings

Meets Requirements

**BMC Helix ITSM**

8.0

8.0252

**OpenText Service Management Automation X (SMAX)**

8.5

8.567

Ease of Use

**BMC Helix ITSM**

7.2

7.2255

**OpenText Service Management Automation X (SMAX)**

7.9

7.967

Ease of Setup

**BMC Helix ITSM**

7.1

7.195

**OpenText Service Management Automation X (SMAX)**

7.3

7.340

Ease of Admin

**BMC Helix ITSM**

7.2

7.284

**OpenText Service Management Automation X (SMAX)**

7.6

7.640

Quality of Support

**BMC Helix ITSM**

7.5

7.5221

**OpenText Service Management Automation X (SMAX)**

7.9

7.966

Has the product been a good partner in doing business?

**BMC Helix ITSM**

7.9

7.978

**OpenText Service Management Automation X (SMAX)**

8.3

8.340

Product Direction (% positive)

**BMC Helix ITSM**

6.1

6.1251

**OpenText Service Management Automation X (SMAX)**

7.8

7.863

Features

IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);)

8.7

35

8.5

9

Administration

Change Management

8.9

21

|

Verified

9.2(won by 0.3)

6

|

Verified

Asset Management

8.6(won by 0.1)

20

|

Verified

8.5

8

|

Verified

Reports & Analytics

9.1(won by 1.0)

18

|

Verified

 (There is a greater than 0.5 difference between this product's rating and its competitors)

8.1

7

|

Verified

IT Asset Management

Not enough data

Not enough data

Knowledge Management

Not enough data

Not enough data

Project Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Service Request Management

Not enough data

Not enough data

Release Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Capacity Management

Not enough data

Not enough data

Availability Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Service Desk

Help Desk

9.0

21

|

Verified

9.3(won by 0.3)

7

|

Verified

Incident Reports

9.2(won by 0.4)

20

|

Verified

8.8

8

|

Verified

Process Workflow

9.0(tied score)

19

|

Verified

9.0(tied score)

7

|

Verified

Customizable Reports

Not enough data

Not enough data

Management

Reporting

9.1(won by 0.8)

11

|

Verified

 (There is a greater than 0.5 difference between this product's rating and its competitors)

8.3

8

|

Verified

Administration Console

7.6

9

|

Verified

8.7(won by 1.1)

5

|

Verified

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Access Management

8.5(won by 0.6)

10

|

Verified

 (There is a greater than 0.5 difference between this product's rating and its competitors)

7.9

7

|

Verified

Asset Management

8.7(won by 0.8)

9

|

Verified

 (There is a greater than 0.5 difference between this product's rating and its competitors)

7.9

7

|

Verified

Policy Dictation

7.6(won by default)

11

|

Verified

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Functionality

Ticketing System

9.5(won by 0.7)

13

|

Verified

 (There is a greater than 0.5 difference between this product's rating and its competitors)

8.8

8

|

Verified

Alerting

9.0(won by 0.7)

10

|

Verified

 (There is a greater than 0.5 difference between this product's rating and its competitors)

8.3

7

|

Verified

Automation

8.7(won by 0.6)

14

|

Verified

 (There is a greater than 0.5 difference between this product's rating and its competitors)

8.1

7

|

Verified

Performance Logging

8.3(won by default)

9

|

Verified

Not enough data

Agentic AI - IT Service Management (ITSM) Tools

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Resource Allocation & Planning

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Prioritization

Not enough data

Not enough data

Service History

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

API

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Automated Routing

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Search

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Dashboard Creation

Not enough data

Not enough data

Remote Access & Monitoring

Not enough data

Not enough data

Asset Tracking

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Approval Process Control

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);)

7.8

115

8.1

15

Incident Management

Ticket Prioritization

8.6(won by 0.4)

104

8.2

14

Ticket Notifications

8.4

105

8.5(won by 0.1)

14

Knowledge Base

7.8

85

8.1(won by 0.3)

13

Knowledge Base/Ticket Integration

7.8

87

8.3(won by 0.5)

11

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Automate Ticket Routing

Feature Not Available

8.6(won by default)

14

Real-Time Notifications

Not enough data

Not enough data

Reporting

Dashboards

7.8

93

7.9(won by 0.1)

13

Time Tracking

7.9(won by 0.1)

89

7.8

13

Surveys

Feature Not Available

8.3(won by default)

11

Activity Tracking

Not enough data

Not enough data

Access & Usability

Mobile

6.6

55

7.6(won by 1.0)

11

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Self Service

7.7

84

8.5(won by 0.8)

13

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Active Directory

7.9

77

8.2(won by 0.3)

11

Multi-Channel Access

7.7(won by 0.3)

62

7.4

11

Mobile Access

Not enough data

Not enough data

Agentic AI - Service Desk

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Additional Functionality

Project Management

Not enough data

Not enough data

Procurement Management

Not enough data

Not enough data

CMDB

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

IT Risk Management

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Benchmarking

Not enough data

Not enough data

Localization Automation

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Customer Support

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Release & Deployment

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Analytics

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

API

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

Remote Access/Control

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

User Insights

Reviewers' Company Size

[![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM")](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews)

BMC Helix ITSM

Small-Business(50 or fewer emp.)

5.0%

Mid-Market(51-1000 emp.)

20.7%

Enterprise(\> 1000 emp.)

74.3%

[![OpenText Service Management Automation X (SMAX)](https://images.g2crowd.com/uploads/product/hd_favicon/2b4f4de47adee5040ae421fc276784e9/opentext-service-management-automation-x-smax.svg "OpenText Service Management Automation X (SMAX)")](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews)

OpenText Service Management Automation X (SMAX)

Small-Business(50 or fewer emp.)

18.6%

Mid-Market(51-1000 emp.)

24.3%

Enterprise(\> 1000 emp.)

57.1%

Small-Business

(50 or fewer emp.)

5.0%

18.6%

Mid-Market

(51-1000 emp.)

20.7%

24.3%

Enterprise

(\> 1000 emp.)

74.3%

57.1%

Reviewers' Industry

[![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM")](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews)
BMC Helix ITSM

Information Technology and Services

34.6%

Telecommunications

8.6%

Hospital & Health Care

6.8%

Computer Software

6.1%

Higher Education

3.6%

Other

40.4%

[![OpenText Service Management Automation X (SMAX)](https://images.g2crowd.com/uploads/product/hd_favicon/2b4f4de47adee5040ae421fc276784e9/opentext-service-management-automation-x-smax.svg "OpenText Service Management Automation X (SMAX)")](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews)
OpenText Service Management Automation X (SMAX)

Information Technology and Services

31.4%

Airlines/Aviation

5.7%

Banking

4.3%

Computer Software

4.3%

Financial Services

4.3%

Other

50.0%

FAQs

## BMC Helix ITSM vs OpenText Service Management... FAQs

Generated using AI

Last updated: August 14, 2026

### What is the difference between OpenText Service Management... vs BMC Helix ITSM?

OpenText Service Management... stands out for higher reviewer satisfaction and ease of use compared to BMC Helix ITSM.

| | [OpenText Service Management...](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) | [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) |
| --- | --- | --- |
| G2 Rating (reviews) | 4.2/5 (72 reviews) | 3.7/5 (297 reviews) |
| Largest Segment | Enterprise | Enterprise |
| Ease of Setup score | 7.3 | 7.0 |
| Quality of Support score | 7.9 | 7.5 |
| Top Reviewer-Cited Strength | Ease of Use | Ticket Management |

### How do the pricing models of OpenText Service Management... and BMC Helix ITSM compare?

OpenText Service Management... is rated higher for value, with reviewers expressing greater satisfaction with its pricing compared to BMC Helix ITSM.

- **OpenText Service Management...:** Reviewers describe the pricing as convenient and note that it provides good value for the features offered.
- **BMC Helix ITSM:** Reviewers frequently mention that it is expensive compared to other ITSM tools and cite increased costs as a reason for switching away.
- **Switching Reason:** Recent reviews indicate that cost increases and dissatisfaction with pricing have led some organizations to discontinue BMC Helix ITSM.

### What are the best alternatives to OpenText Service Management... and BMC Helix ITSM?

The top three alternatives to OpenText Service Management... and BMC Helix ITSM are ServiceNow IT Service Management, Jira Service Management, and Freshservice.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [OpenText Service Management...](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) | 4.2/5 (72 reviews) | Enterprise | Convenient pricing, good value | Ease of Use |
| [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) | 3.7/5 (297 reviews) | Enterprise | Expensive, cost increases noted | Ticket Management |
| [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5 (1953 reviews) | Enterprise | — | Comprehensive ITSM capabilities |
| [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5 (991 reviews) | Mid-Market | — | Integration with Atlassian ecosystem |
| [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1351 reviews) | Mid-Market | — | User-friendly interface |

### Which Service Desk features should I prioritize when comparing OpenText Service Management... and BMC Helix ITSM?

Buyers should prioritize Ease of Use, Ease of Setup, Quality of Support, Integration Capabilities, and Change Management when comparing OpenText Service Management... and BMC Helix ITSM.

- **Ease of Use:** OpenText Service Management... scores 7.9; BMC Helix ITSM scores 7.1.
- **Ease of Setup:** OpenText Service Management... scores 7.3; BMC Helix ITSM scores 7.0.
- **Quality of Support:** OpenText Service Management... scores 7.9; BMC Helix ITSM scores 7.5.
- **Integration Capabilities:** Both products have reviewer-cited integration strengths, but OpenText Service Management... has 2 all-time mentions for integrations, while BMC Helix ITSM has 1.
- **Change Management:** Both products are frequently cited for Change Management in reviews, making it a key area for evaluation.

### What are the pros and cons of OpenText Service Management... vs BMC Helix ITSM?

OpenText Service Management... is strongest in ease of use, while BMC Helix ITSM is recognized for robust ticket management.

- **OpenText Service Management... strengths:** Ease of use (2 all-time mentions), helpfulness (2), integrations (2), cloud services, software updates, time management.
- **OpenText Service Management... trade-offs:** Integration issues (1), limited customization (1).
- **BMC Helix ITSM strengths:** Ease of use (5 all-time mentions), ticket management (4), navigation ease (2), dashboard customization, management efficiency, reporting, task management.
- **BMC Helix ITSM trade-offs:** Integration issues (1), complexity of configuration and customization, dated user interface, higher cost compared to alternatives.

### Is OpenText Service Management... or BMC Helix ITSM better for small businesses?

Neither OpenText Service Management... nor BMC Helix ITSM is optimized for small businesses, as both are primarily used by enterprise organizations.

- **OpenText Service Management...:** Largest segment is Enterprise; reviewers highlight its flexibility and ease of use but do not cite small-business adoption.
- **BMC Helix ITSM:** Largest segment is Enterprise; reviewers note that it may be overkill for smaller operations and cite higher costs as a barrier for small businesses.

### Which Service Desk platform has better integrations?

OpenText Service Management... and BMC Helix ITSM are rated similarly for integrations, with both products receiving positive but limited reviewer mentions.

- **OpenText Service Management...:** Integrations are cited in recent reviews, with 2 all-time mentions for integration capabilities.
- **BMC Helix ITSM:** Integration strengths are noted in recent reviews, with 1 all-time mention for integration issues and positive feedback on integration with monitoring tools and Active Directory.

### How do OpenText Service Management... and BMC Helix ITSM compare on customer support?

OpenText Service Management... and BMC Helix ITSM are rated within 0.4 points on Quality of Support, indicating near parity.

- **OpenText Service Management...:** Quality of Support score is 7.9; reviewers describe support as helpful and responsive, with some noting room for improvement.
- **BMC Helix ITSM:** Quality of Support score is 7.5; reviewers mention responsive and knowledgeable support, especially for complex issues, but also cite occasional delays and the need for additional services for advanced customization.

### Which is easier to implement, OpenText Service Management... or BMC Helix ITSM?

OpenText Service Management... and BMC Helix ITSM score within 0.3 points on Ease of Setup, indicating similar implementation experiences.

- **OpenText Service Management...:** Ease of Setup score is 7.3; reviewers highlight simple and fast implementation, codeless configuration, and ease of administration.
- **BMC Helix ITSM:** Ease of Setup score is 7.0; reviewers note that setup can be complex and time-consuming, especially for customization, but structured processes and consultant guidance help streamline implementation.

### Which product has better Change Management?

Change Management is the most frequently mentioned feature across both OpenText Service Management... and BMC Helix ITSM reviews.

- **OpenText Service Management...:** Reviewers cite robust Change Management capabilities, with frequent mentions of process designer and automation features supporting change workflows.
- **BMC Helix ITSM:** Reviewers highlight mature Change Management functionality, ITIL alignment, and strong automation, with consistent positive feedback on managing changes at scale.

Alternatives

**BMC Helix ITSM Alternatives**

 ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")

[
ServiceNow IT Service...
](/products/servicenow-it-service-management/reviews)

 ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")

[
Freshservice
](/products/freshservice/reviews)

 ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")

[
Jira Service Management
](/products/jira-service-management/reviews)

 ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk")

[
SolarWinds Service Desk
](/products/solarwinds-service-desk/reviews)

**OpenText Service Management Automation X (SMAX) Alternatives**

 ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")

[
ServiceNow IT Service...
](/products/servicenow-it-service-management/reviews)

 ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")

[
Jira Service Management
](/products/jira-service-management/reviews)

 ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus")

[
ManageEngine
](/products/manageengine-servicedesk-plus/reviews)

 ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")

[
Freshservice
](/products/freshservice/reviews)

## BMC Helix ITSM vs OpenText Service Management Automation X (SMAX)

When assessing the two solutions, reviewers found OpenText Service Management Automation X (SMAX) easier to use, set up, and administer. Reviewers also preferred doing business with OpenText Service Management Automation X (SMAX) overall.

- Reviewers felt that OpenText Service Management Automation X (SMAX) meets the needs of their business better than BMC Helix ITSM.
- When comparing quality of ongoing product support, reviewers felt that OpenText Service Management Automation X (SMAX) is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of OpenText Service Management Automation X (SMAX) over BMC Helix ITSM.